KPI for Measuring of Average Time from Customer Contact to Query Resolution posted in category Call Center

WinningKPI - Call Center - KPI for Measuring of Average Time from Customer Contact to Query Resolution posted in category Call Center

Details:
This indicator is for measuring the average time that the agent spends to resolve a query, form customer contact to final resolution. This is calculated by dividing the total time used for resolving queries by the total number of call queries resolved.
The Call Centers usually try to minimise this KPI and put in place objectives for their agents to ensure the call queries are resolved in the minimum time possible (taking into consideration all other factors – type of query etc.).
This KPI measures both the agent’s performance and the Call Center’s performance, therefore it is a very important KPI in the Call Centers industry.

Formula:
Total time spent on resolving queries (from firs call to close)/ total number of calls resolved

KPI Unit: time

KPI Time Frame: update weekly or monthly

Posted by Oana Boteanu | Help to protect community: Flag for moderation

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Example:

Call centre query resolution over 1 week:
Total time used to resolve queries: 600h
Total amount of queries resolved per week: 250
Average time form customer contact to query resolution:
600h/250 = 2.4h per query

This can also be calculated in days, especially if the call center's queries require days to be resolved.
Oana Boteanu | + | September 9, 2012 at 7:42 am

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